Truphone

 

Troubleshooting FAQ's

Making Calls

  • Q: I am not able to make Truphone calls. I hear a "152" error messageGet answer A: Please ensure you have good mobile/cell reception and try to place the Truphone call again Close

Truphone services

Adding Credit

  • Q: How do I add credit to my account? Get answer A: There are several ways to top-up your Truphone account.

    1. Web Top-up
      Simply login to your Truphone account at www.truphone.com/topup using your username and password which takes you to the topup page.

      Next, use the Manual Top-up section to choose your top-up amount and add your credit/debit card details to proceed with the payment. You will then be directed to the main payment screen where your credit/debit card details are required. Alternatively you can select the link at the bottom of this page to "Add Credit using Paypal".

      You can also set up an auto top-up so that your balance is topped up automaticaly when it drops below your preset level! To do this fill in the "Auto Top-Up" section.

    2. Mobile Web Top-up
      Here you can complete the same steps as above using your mobile handset whilst on the move. Enter www.truphone.com/topup into your phone browser to begin.

    3. Phone Top-up
      Truphone have a new telephone top up system which gives you even greater flexibility with managing your Truphone credit. Simply press the Top-up button from the main Truphone screen.

      Note: You will need to validate your email address prior to adding more credit. If you need to edit your email address simply navigate to the "My Account" tab.
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  • Q: How long does it take for credit to show in my Truphone Account? Get answer A: Credit should appear on your Truphone account online almost instantly if making a regular Manual credit/debit card payment or PayPal payment. Electronic Cheques and Electronic Payments via Paypal can take up to 7-10 working days to clear according to PayPal policies.

    Please take into consideration your Bank or Building Society as they will also have their own policies. Truphone applies all credits automatically as soon as we receive electronic confirmation that the funds have cleared.

    You can view a record of your top-up history within the "Top-up History" tab in My Account section. Close
  • Q: What is Auto-Top Up and how to I set one up? Get answer A: "Auto Top-up" is a brand new feature which provides greater flexibility with managing your Truphone credit!

    As soon as your balance falls below your selected amount (lower balance limit) we will automatically top up your account with a predefined amount of Truphone credit using your selected card.

    To set up an Auto Top Up:

    1. Go to www.truphone.com/topup or click the topup button from inside My Account
    2. In the "Auto Top-Up" box, select a "Lower Balance Limit"
    3. Select an Auto top-up amount
    4. Select a credit/debit card to be used with Auto Top Up (or select "add card" to add a new one)
    5. Select "continue"
    6. Review the details before checking the T&C's and clicking "Confirm Auto Top-Up"

    We will then send an email confirmation of your auto top-up.

    You can also manage your auto top-up via the Truphone Telephone Payment Service (refer to "How do I add credit to my account?" for telphone numbers).

    Please note that you can cancel your auto top-up at any tome via the "Cancel auto top-up" link or via the telephone top-up service. Close